May 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns, which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On May 5, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 14, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on Delta Airlines, departing April 22, 2016, from Washington to Los Angeles, California; returning on April 26, 2016, from Los Angeles, California to WashingtonA car rental with Hertz Rental Car, pidate April 22, 2016, drop-off date April 26, The packages also included travel protection The customer is stating, they were not able to use the car rental, as Hertz did not allow her to pick up the car Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, advising Hertz did not allow her to pick up the car rentalThe customer is advising, the rental company had her name on their do not rent list Our agent contacted Hertz; however, they were not open Our agent advised the customer, we would need to contact Hertz and would contact her once Expedia could confirm the information The customer understood We can confirm the customer contacted Expedia several times, in regards to the refund In reviewing Ms [redacted] ’s account, on May 9, 2016, the customer was refunded for the car rental and travel protection in the amount of $ We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund This is not acceptable We were not aware of non-refundable tickets and non-refundable hotel Sincerely, [redacted]
June 01, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund requestOur records show on March 7th, 2016, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with travel date commencing on March 9th, The total amount of the booking was $2056.50USDWe understand from Mr***’s complaint, he believed he would not be charged a penalty for cancelling the reservation on March 8th, The cancellation fee is in the amount of $704.25USDOur cancellation and change policy mentioned that changes or cancellations made after February 24th, would be subject to a hotel fee equal to the first night's rate plus taxes and feesOur records indicate the travelers did not contact Expedia for support before or after the cancellation was madeMr [redacted] is requesting a refund of the amount of the one night penalty plus taxes and feesIn reviewing the customer’s account, we have confirmed that the reservation was already in penalty when the booking was madeThis is a process which means that if the reservation is made after February 24th, then it is already in penalty and subject to a fee if cancelled or changedWe have further researched Mr***’s complaint, and after giving the matter our full consideration we are unable to honor Mr***’s requestExpedia must abide by the terms and conditions agreed to at the time of booking and as a result, Expedia is unable to issue a refund and considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight pricing question Ms [redacted] is questioning the issue of pricing for flights being different in the booking path as opposed to what she sees on Expedia’s banner page We apologize for any inconvenience this may have caused Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Because of this, travel pricing can change very rapidly Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
May 16, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel vendor customer service issues and refund request Our records show on July 15, 2016, Ms***, self-booked an Expedia.com flight and hotel package reservation via itinerary number [redacted] , with a hotel chedate as March 26, with a $3,payment made for the hotel reservationWe understand from Ms***’ complaint, upon arrival at the hotel, the room originally booked was not available and the property provided poor service with the relocation processThe customer stated complaints were sent to Expedia but no response has been received and is requesting a partial refund due to the issues encountered with the hotel Upon researching the customer’s complaint, we can confirm on March 31, 2017, an email correspondence was received from Ms [redacted] regarding the poor service received from the hotel and a request of a refundUnfortunately, Expedia is unable to process any refund request via email correspondence Further research shows, no calls from the customer were received at the time of cheor during the dates of the reservation related to Ms***’ complaint Expedia proceeded to advocate on the customer’s behalf by contacting the hotelThe vendor stated, refunds can only be requested via email, therefore, on May 16, 2017, Expedia sent a partial refund request to [redacted] @royaltonresorts.com as advised by the propertyOnce any information is received from the vendor, Ms [redacted] would be contacted by Expedia directly Expedia.com acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendorExpedia can only advocate on the customer’s behalf with regard to any refund requestsBased on the information provided above, at this time we are unable to honor Ms***’ request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
August 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs [redacted] * [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund of activities We’re unclear who she spoke with on August 22, as we can find no recent case notes, however, I would like to assure her that I personally refunded her in full for the itinerary As the itinerary was created quite some time back, I refunded the customer directly from Expedia because I did not want her to have to wait on any further contact and response from the vendor The information on the refund transaction is as foillows: AUG 3:PM PST Merchant refunding – Expedia Initiated by:Agent: [redacted] Authorization Code:-Transaction ID: [redacted] Account Holder Name:: [redacted] Visa XXXX-*** Expiration Date:07/ Billing Phone:: [redacted] Credit (107.10) USD Paid With this information, M Ms [redacted] would be able to contact her credit card or bank and check on the credit to find out when it will or has posted to her account As we stated before, the time it takes for the credit to be available depends upon how quickly her finance company processes refunds Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Expedia Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: The response did nothing to resolve my complaintHas the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely, [redacted] ***
April 29, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $travel coupon towards her future reservation On April 27, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, and checking out on May 2, The total cost of the booking was $ Ms [redacted] self-canceled the reservation on April 14, and refunded in full Ms [redacted] is requesting Expedia to cover the cost of her hotel stay When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees We can confirm Ms [redacted] contacted us on April 14, for help redeeming her coupon towards the booking We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completedIn researching further, on July 20, Ms [redacted] was issued a $Expedia Travel Coupon We have determined the coupon was not activated at the time that it was issued The coupon is now active and available for immediate use The coupon will expire on May 31, To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
May 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding his flight reservations Our records indicate that on May 2, 2015, the customer self-booked two flight reservations using Expedia’s website; itineraries [redacted] and [redacted] Travel on [redacted] was with [redacted] from New York, NY to Kilimanjaro, Tanzania, departing on May 28, Travel on [redacted] was with [redacted] from Kilimanjaro, Tanzania to San Francisco, CA on August 3, We understand the customer is requesting confirmation of his itinerary [redacted] and a refund for itinerary [redacted] , cancelled due to an airline initiated schedule change Only the airlines can make changes to flights and these changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We have verified Expedia communicated with the customer several times regarding the schedule change affecting itinerary [redacted] As no acceptable alternative options were provided by the airline, the customer agreed to receive a full refund of his ticketA refund in the amount of $was processed on May 13, 2015; in addition, the remaining amount of $(collected as a refund penalty by the airline) was also refunded, on May 28, The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) for itinerary [redacted] We hope you understand we must adhere to the policies dictated by the airlines In respect to itinerary [redacted] , we do not see any schedule changes affecting this bookingOur records show that as of today, the customer had flown the first two segments on the ticket and had checked in for the last one We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
October 13, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund request Our records show on May 16, 2015, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel date as August 23, in the amount of $We understand from Mr [redacted] complaint, he called to cancel his flight and was never advised of the change feeThe customer also stated after trying to rebook his flight, the rebooking fee was more than the value of his original ticketThe customer is requesting a refund of the amount paid for his flight reservation due to thelack of information received at the time of cancelationUpon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 2, The customer was advised based on the airline’s cancelation and change policies, his flight ticket had no value due to a higher amount of the change feeExpedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the change and cancelation policies of that particular vendorExpedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provideselection details on several pages for the customer to review Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a one-time courtesy, a $refund has been processed back to the original form of paymentAs a refund has been given and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Angel A [redacted] Tier Customer Service
May 9, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refundOn May 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 9, 2017, the customer or an authorized user of the account, self-booked on our website a package reservationThe reservation includes a hotel stay for the Embassy Suites by Hilton Waikiki Beach Walk with a chedate July 22, 2017, and a check-out date of July 29, and a car rental with Hertz, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however they were not refunded for the price difference Upon further researching this matter, we can confirm on April 25, 2017, the customer submitted a Best Price Guarantee claim In reviewing the attachment that was sent for the claim on April 25, 2017, the screenshot reflects the hotel for the Hyatt Place Waikiki; which is a different hotel that was originally bookedAdditionally the original reservation was a package reservation and not a stand-alone reservation The Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package) For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees The reservation is active for travel on July 22, 2017, based on the hotel policy the reservation is nonrefundable and for the car rentalCancellations can be made prior to the pidate, and no refunds will be issued on unused rental days We hope the customer understand Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Although I still believe that it was Expedia's responsibility to ensure that the fees advertised were accurately disclosed, I find that this resolution is satisfactory to meSincerely, [redacted]
June 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 3, The customer agreed to a $Travel Coupon which was provided to Ms [redacted] accountWe apologize for any inconvenience this delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Calls are monitored for quality control, however not every call is captured by our systemAlso we have previously offered to compensate you for the $cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received hours after the request was submitted.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Kiki R***Corporate Customer Service
April 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation that was not honored Our records reflect on February 8, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a hotel collect reservation for a one night at the [redacted] ***, Port Canaveral – Cocoa Beach Florida to check in April and checking out April 2, An electronic fax is automatically transferred to the vendor upon completion of an online booking Expedia regrets that the customer was not provided a room and the inconvenience she and her family experienced Expedia acts only as a third party booking intermediary for travel vendors, who are independent contractors Expedia makes every effort to ensure our customer’s reservations are honored by the vendors, however we do have information on our website always encouraging our customers to confirm their reservation with the vendor before leaving on their trip, as a precaution This allows time to contact Expedia if a vendor has overbooked or otherwise cannot meet the reservation We are sorry that our customer had this experience and that we were unable to locate any available rooms in the area for them As a courtesy, we have provided Ms***’ online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountBy accessing her account and using the live link associated with the coupon, Ms [redacted] will find the terms of use for the coupon and the expiration date We hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
penalty amount December 7, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] *** (Revdex.com case number [redacted] ) regarding a refund request We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itineraryOn December 7, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, and checking out November 28, The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were:Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, the customer contacted Expedia and asked to have the itinerary cancelled The customer states the hotel authorized cancellation with no penalty In speaking with the hotel manager on December 7, he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $ The hotel is not willing to refund the penalty amount As a one-time courtesy, on December 7, Expedia processed a credit in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refundsWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Roseanne G***Tier Customer Service
July 5, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Per Mr***’s original complaint he only referred to itineraries [redacted] , [redacted] , and [redacted] Our records reflect that on February 1, and February 2, the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approvalAfter further research of the Mr***’s account we are able to verify that the customer was provided one $coupon for itinerary [redacted] On May 30, an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, we have issued two $best price guarantee coupons for itinerary’s [redacted] , and [redacted] In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claimAs of June 5, a $best price guarantee coupon was placed in Mr***’s accountAs understood in the customers rebuttal Expedia is only able to issue three coupons per customer per monthAfter further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more couponsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden J [redacted] Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from Mr./Ms [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service
May 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns, which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refund On May 5, 2016, we received receipt of the Revdex.com complaint Our records reflect on April 14, 2016, the customer self-booked a package reservation, using Expedia.com Travel was on Delta Airlines, departing April 22, 2016, from Washington to Los Angeles, California; returning on April 26, 2016, from Los Angeles, California to WashingtonA car rental with Hertz Rental Car, pidate April 22, 2016, drop-off date April 26, The packages also included travel protection The customer is stating, they were not able to use the car rental, as Hertz did not allow her to pick up the car Upon further researching this matter, we can confirm on April 27, 2016, the customer contacted Expedia, advising Hertz did not allow her to pick up the car rentalThe customer is advising, the rental company had her name on their do not rent list Our agent contacted Hertz; however, they were not open Our agent advised the customer, we would need to contact Hertz and would contact her once Expedia could confirm the information The customer understood We can confirm the customer contacted Expedia several times, in regards to the refund In reviewing Ms [redacted] ’s account, on May 9, 2016, the customer was refunded for the car rental and travel protection in the amount of $ We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Delia K [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: My husband and I both spoke with the airline and the hotel and they agreed to process a full refund This is not acceptable We were not aware of non-refundable tickets and non-refundable hotel Sincerely, [redacted]
June 01, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the package reservation refund requestOur records show on March 7th, 2016, Mr [redacted] self-booked an Expedia.com hotel reservation via booking number [redacted] , with travel date commencing on March 9th, The total amount of the booking was $2056.50USDWe understand from Mr***’s complaint, he believed he would not be charged a penalty for cancelling the reservation on March 8th, The cancellation fee is in the amount of $704.25USDOur cancellation and change policy mentioned that changes or cancellations made after February 24th, would be subject to a hotel fee equal to the first night's rate plus taxes and feesOur records indicate the travelers did not contact Expedia for support before or after the cancellation was madeMr [redacted] is requesting a refund of the amount of the one night penalty plus taxes and feesIn reviewing the customer’s account, we have confirmed that the reservation was already in penalty when the booking was madeThis is a process which means that if the reservation is made after February 24th, then it is already in penalty and subject to a fee if cancelled or changedWe have further researched Mr***’s complaint, and after giving the matter our full consideration we are unable to honor Mr***’s requestExpedia must abide by the terms and conditions agreed to at the time of booking and as a result, Expedia is unable to issue a refund and considers this matter closed.We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Daniel A [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because:Sincerely,Here is the itinerary number they requested # [redacted]
Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight pricing question Ms [redacted] is questioning the issue of pricing for flights being different in the booking path as opposed to what she sees on Expedia’s banner page We apologize for any inconvenience this may have caused Expedia uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights These databases link to our vendor partner’s companies, and contain up to the moment prices and availability Information in the databases is updated constantly by vendors, as pricing changes and travel related items are sold to our customers and customers who are accessing the same pool of products independently, or through other travel companies Vendors also limit the amount of their product available for discounted pricing As the discounted items sell out, low prices may no longer be available It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase Because of this, travel pricing can change very rapidly Also of note, Expedia’s banner page is not updated in real time, as the booking portion of the site is, so banner pricing may be different than actual, up to the moment, pricing from the respective vendors As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmedExpedia provides a final summary for customer’s to review before they enter their payment information If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
May 16, Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a hotel vendor customer service issues and refund request Our records show on July 15, 2016, Ms***, self-booked an Expedia.com flight and hotel package reservation via itinerary number [redacted] , with a hotel chedate as March 26, with a $3,payment made for the hotel reservationWe understand from Ms***’ complaint, upon arrival at the hotel, the room originally booked was not available and the property provided poor service with the relocation processThe customer stated complaints were sent to Expedia but no response has been received and is requesting a partial refund due to the issues encountered with the hotel Upon researching the customer’s complaint, we can confirm on March 31, 2017, an email correspondence was received from Ms [redacted] regarding the poor service received from the hotel and a request of a refundUnfortunately, Expedia is unable to process any refund request via email correspondence Further research shows, no calls from the customer were received at the time of cheor during the dates of the reservation related to Ms***’ complaint Expedia proceeded to advocate on the customer’s behalf by contacting the hotelThe vendor stated, refunds can only be requested via email, therefore, on May 16, 2017, Expedia sent a partial refund request to [redacted] @royaltonresorts.com as advised by the propertyOnce any information is received from the vendor, Ms [redacted] would be contacted by Expedia directly Expedia.com acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendorExpedia can only advocate on the customer’s behalf with regard to any refund requestsBased on the information provided above, at this time we are unable to honor Ms***’ request for a refund We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Angel A [redacted] Corporate Customer Service
August 23, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs [redacted] * [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] ’s complaint (Revdex.com case number [redacted] ) regarding a refund of activities We’re unclear who she spoke with on August 22, as we can find no recent case notes, however, I would like to assure her that I personally refunded her in full for the itinerary As the itinerary was created quite some time back, I refunded the customer directly from Expedia because I did not want her to have to wait on any further contact and response from the vendor The information on the refund transaction is as foillows: AUG 3:PM PST Merchant refunding – Expedia Initiated by:Agent: [redacted] Authorization Code:-Transaction ID: [redacted] Account Holder Name:: [redacted] Visa XXXX-*** Expiration Date:07/ Billing Phone:: [redacted] Credit (107.10) USD Paid With this information, M Ms [redacted] would be able to contact her credit card or bank and check on the credit to find out when it will or has posted to her account As we stated before, the time it takes for the credit to be available depends upon how quickly her finance company processes refunds Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Expedia Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: The response did nothing to resolve my complaintHas the business checked to see if the check has been received? How long does it take to receive "said' check? My next step will be to take the matter up with the state Attorney General or take it to the media for resolution.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The business asked for the itinerary number, it is [redacted] Sincerely, [redacted]
April 29, 2015Revdex.comAlaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #O-*** Dear Revdex.com: Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt her concerns were not resolved adequately by our company prior to seeking further actions from youExpedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Ms [redacted] has experienced some difficulty receiving the assistance needed in redeeming a $travel coupon towards her future reservation On April 27, 2015, we contacted Ms [redacted] to acknowledge receipt of her Revdex.com complaintOur records indicate On April 14, 2015, the customer booked a hotel reservation with the [redacted] on Expedia.com, checking in on April 30, and checking out on May 2, The total cost of the booking was $ Ms [redacted] self-canceled the reservation on April 14, and refunded in full Ms [redacted] is requesting Expedia to cover the cost of her hotel stay When utilizing Expedia as your travel arranger, the expectation is the customer will have an excellent experience Moreover, it is never our intention to inconvenience the customer when instances occur that cause our customer to feel that we have not met the standards to which we hold our organizations and employees We can confirm Ms [redacted] contacted us on April 14, for help redeeming her coupon towards the booking We can also verify the customer was experiencing some difficulty based on the three itineraries that were saved for the same location During the call, our customer service representative informed the customer the coupon was expired; a request to escalate the call to a supervisor was made, however, the call was not completedIn researching further, on July 20, Ms [redacted] was issued a $Expedia Travel Coupon We have determined the coupon was not activated at the time that it was issued The coupon is now active and available for immediate use The coupon will expire on May 31, To review the details Terms and Conditions of Use for the coupon, please copy/paste the following url to a web browser:http://www.expedia.com/daily/promos/advocate/ugc/termsugccpn50.asp We apologize for any inconvenience the customer encountered while resolving this matter As the customer was issued a refund for this reservation, we are unable to provide any additional compensation for this matter The feedback the customer has provided will be helpful in looking at our customer service and gauging customer satisfaction For your assurance, we are forwarding this to the appropriate department for review in our continuous effort to provide better service to our customers We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service
May 28, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint for Mr [redacted] (Revdex.com case number [redacted] ) regarding his flight reservations Our records indicate that on May 2, 2015, the customer self-booked two flight reservations using Expedia’s website; itineraries [redacted] and [redacted] Travel on [redacted] was with [redacted] from New York, NY to Kilimanjaro, Tanzania, departing on May 28, Travel on [redacted] was with [redacted] from Kilimanjaro, Tanzania to San Francisco, CA on August 3, We understand the customer is requesting confirmation of his itinerary [redacted] and a refund for itinerary [redacted] , cancelled due to an airline initiated schedule change Only the airlines can make changes to flights and these changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues We have verified Expedia communicated with the customer several times regarding the schedule change affecting itinerary [redacted] As no acceptable alternative options were provided by the airline, the customer agreed to receive a full refund of his ticketA refund in the amount of $was processed on May 13, 2015; in addition, the remaining amount of $(collected as a refund penalty by the airline) was also refunded, on May 28, The time it takes to post to the customer’s account depends on how quickly his credit card company processes refunds Expedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) for itinerary [redacted] We hope you understand we must adhere to the policies dictated by the airlines In respect to itinerary [redacted] , we do not see any schedule changes affecting this bookingOur records show that as of today, the customer had flown the first two segments on the ticket and had checked in for the last one We regret Mr [redacted] experience was not as we would have hoped, and any subsequent inconvenience causedExpedia welcomes customer feedback in our ongoing effort to improve upon the customer experience We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
October 13, 2015Revdex.comExpedia – Alaska, Oregon & Western WashingtonComplaint Department Re: Expedia Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the refund request Our records show on May 16, 2015, Mr [redacted] self-booked an Expedia.com flight reservation via booking number [redacted] , with a travel date as August 23, in the amount of $We understand from Mr [redacted] complaint, he called to cancel his flight and was never advised of the change feeThe customer also stated after trying to rebook his flight, the rebooking fee was more than the value of his original ticketThe customer is requesting a refund of the amount paid for his flight reservation due to thelack of information received at the time of cancelationUpon researching the customer’s complaint, we can confirm Mr [redacted] brought this matter to our attention on October 2, The customer was advised based on the airline’s cancelation and change policies, his flight ticket had no value due to a higher amount of the change feeExpedia.com acts only as an independent reservations agent for hotels, airlines, and cruises and must abide by the change and cancelation policies of that particular vendorExpedia makes every effort to ensure that our customers have a clear understanding of their selections related with the travel items they are purchasingWe provideselection details on several pages for the customer to review Expedia’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a one-time courtesy, a $refund has been processed back to the original form of paymentAs a refund has been given and the issue has been resolved to Mr [redacted] desired outcome, Expedia considers this matter closedWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Angel A [redacted] Tier Customer Service
May 9, Revdex.com Alaska, Oregon, & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a package reservation We understand Ms [redacted] is requesting a refundOn May 1, 2017, we received receipt of the Revdex.com complaint Our records reflect on February 9, 2017, the customer or an authorized user of the account, self-booked on our website a package reservationThe reservation includes a hotel stay for the Embassy Suites by Hilton Waikiki Beach Walk with a chedate July 22, 2017, and a check-out date of July 29, and a car rental with Hertz, via itinerary number [redacted] The customer is stating they submitted a Best Price Guarantee claim; however they were not refunded for the price difference Upon further researching this matter, we can confirm on April 25, 2017, the customer submitted a Best Price Guarantee claim In reviewing the attachment that was sent for the claim on April 25, 2017, the screenshot reflects the hotel for the Hyatt Place Waikiki; which is a different hotel that was originally bookedAdditionally the original reservation was a package reservation and not a stand-alone reservation The Terms and Conditions for the Best Price Guarantee Promotion states as follows Must be "Apples to Apples" Comparison The Best Price Guarantee is available only for exact itinerary matchesFor example, the specific airline numbers, hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Expedia.com For any stand-alone product booking (for example, a hotel room or an airline ticket), the comparison must be to the same product purchased stand-alone through another website (i.e., not part of a hotel + air travel package) For full terms and conditions of the Best Price Guarantee program, please copy and paste the following URL into a web browser – https://www.expedia.com/p/info-other/guarantees The reservation is active for travel on July 22, 2017, based on the hotel policy the reservation is nonrefundable and for the car rentalCancellations can be made prior to the pidate, and no refunds will be issued on unused rental days We hope the customer understand Expedia cannot honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, Delia K [redacted] Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Although I still believe that it was Expedia's responsibility to ensure that the fees advertised were accurately disclosed, I find that this resolution is satisfactory to meSincerely, [redacted]
June 22, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from Ms [redacted] (Revdex.com case ID # [redacted] ) regarding a flight reservationUpon receipt of the Revdex.com submission, we have verified this issue was resolved on June 3, The customer agreed to a $Travel Coupon which was provided to Ms [redacted] accountWe apologize for any inconvenience this delay may have causedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
February 17, 2018Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Calls are monitored for quality control, however not every call is captured by our systemAlso we have previously offered to compensate you for the $cancel fee changed by the airlines, based on the type of ticket you purchased changes can only be made by the airlines directly, Expedia is not the merchant of record (the entity that received the funds and the company that charged the credit card) any refunds would come from Spirit.Spirit also advised you could visit their website to request a name correction @ www.spirit.com/help and completing the form on the site, the airlines did not indicate if there would be a fee for the name correction but they did advise a respond would be received hours after the request was submitted.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Kiki R***Corporate Customer Service
April 12, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation that was not honored Our records reflect on February 8, Ms [redacted] accessed Expedia.com and self-booked itinerary # [redacted] for a hotel collect reservation for a one night at the [redacted] ***, Port Canaveral – Cocoa Beach Florida to check in April and checking out April 2, An electronic fax is automatically transferred to the vendor upon completion of an online booking Expedia regrets that the customer was not provided a room and the inconvenience she and her family experienced Expedia acts only as a third party booking intermediary for travel vendors, who are independent contractors Expedia makes every effort to ensure our customer’s reservations are honored by the vendors, however we do have information on our website always encouraging our customers to confirm their reservation with the vendor before leaving on their trip, as a precaution This allows time to contact Expedia if a vendor has overbooked or otherwise cannot meet the reservation We are sorry that our customer had this experience and that we were unable to locate any available rooms in the area for them As a courtesy, we have provided Ms***’ online Expedia account with a $Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountBy accessing her account and using the live link associated with the coupon, Ms [redacted] will find the terms of use for the coupon and the expiration date We hope she will allow us the opportunity to improve upon her experience in the future We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Corporate Customer Service
penalty amount December 7, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Incis responding to the consumer complaint from [redacted] *** (Revdex.com case number [redacted] ) regarding a refund request We understand [redacted] is requesting a refund of the one night penalty fee charged by the hotel for cancellation of the itineraryOn December 7, we contacted the customer to acknowledge receipt of their Revdex.com complaint.Our records indicate on September 22, the customer accessed Expedia.com and reserved a reservation at the Customer Inn and Suites in Paramus, New Jersey to arrive on November 21, and checking out November 28, The booking was a “hotel collect” reservation and the hotel’s stated terms and conditions,which the customer agreed to, were:Cancellation and Change Policy: Non Refundable The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, the hotel will not return your booking amount.Cancellations or changes are subject to a hotel fee equal to 100% of the total amount paid for the reservation.On November 15, the customer contacted Expedia and asked to have the itinerary cancelled The customer states the hotel authorized cancellation with no penalty In speaking with the hotel manager on December 7, he shows no notes stating the hotel would not charge the customer and feels they were fair in that they did only charge the first night of the reservation at $142.60, rather than enforcing their terms and charging the entire $ The hotel is not willing to refund the penalty amount As a one-time courtesy, on December 7, Expedia processed a credit in the amount of $back to the customer’s original form of payment The amount of time it takes for the credit to appear in his account depends upon how quickly his bank processes refundsWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Roseanne G***Tier Customer Service
July 5, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Per Mr***’s original complaint he only referred to itineraries [redacted] , [redacted] , and [redacted] Our records reflect that on February 1, and February 2, the customer was approved for all three best price guarantee claims.Within these approval emails the customer was promised a coupon for each approvalAfter further research of the Mr***’s account we are able to verify that the customer was provided one $coupon for itinerary [redacted] On May 30, an email was sent advising him of this coupon.We can verify that he has not been issued the other two coupons therefore as of June 27, we have issued two $best price guarantee coupons for itinerary’s [redacted] , and [redacted] In regards to [redacted] we can verify that this itinerary was approved for the best price guarantee claimAs of June 5, a $best price guarantee coupon was placed in Mr***’s accountAs understood in the customers rebuttal Expedia is only able to issue three coupons per customer per monthAfter further review if the customer’s account we would like to advise him that since a coupon was issued this month the customer is only able to be issued two more couponsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden J [redacted] Tier Customer Service
Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from Mr./Ms [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service